(UPDATED) PayPal extends Buyer Protection Programme to include digital services and goods

Business, e-Commerce

(adds visuals related to the expansion of the protection program)

Starting today (July 1st), PayPal’s Buyer Protection Programme will cover both physical goods and intangible items and services. Intangible items are goods that do not require physical shipping to be delivered from seller to buyer and include services and digital goods, such as digital music, digital books, digital games, travel tickets and software downloads.


PayPal will reimburse buyers if they receive a service or digital product that is significantly different from how it was described, or they pay for a service or digital product and it is not delivered. This builds off PayPal’s Buyer Protection Programme expansion late last year to include custom made goods and to quadruple the time that buyers can file claims from 45 days to 180 days. This new protection will give buyers even more confidence when using PayPal to purchase digital products and services.


These changes follow feedback from customers who have asked us to extend purchase protection to cover services and items such as travel tickets and digital goods. They underline PayPal’s reputation as the faster, safer way to pay online, on smartphones and in-store. This change is also based on the success of a pilot program, launched in June 2014 in the UK as British customers responded very positively to these expanded protections.


We see more and more digitalization of services and expect digital goods to be a driving force in online commerce. We’re thrilled to expand our Buyer Protection Programme to cover intangible goods and eliminate a well-known pain point for digital buyers. We believe sellers will also benefit from this extended protection because of the extra confidence buyers will have when shopping for digital goods and services.

Damien Perillat,

Managing Director PayPal Central and Eastern Europe. 


As of July 1, the only goods and services will not be covered are real estate, businesses, vehicles, custom-made items (not-as-described claims), industrial machinery, items equivalent to cash and items prohibited by PayPal’s acceptable use policy (for a full overview of the PayPal Buyer Protection Programme and its terms and conditions please refer to the PayPal User Agreement.


PayPal is a truly global payments platform that is available to people in 203 markets, allowing customers to get paid in more than 100 currencies, withdraw funds to their bank accounts in 57 currencies and hold balances in their PayPal accounts in 26 currencies. PayPal is an eBay Inc. (Nasdaq: EBAY) company. In September 2014, eBay Inc. announced the planned separation of eBay and PayPal into independent publicly traded companies in Q3 2015.